{"id":8870,"date":"2020-05-14T06:11:00","date_gmt":"2020-05-14T06:11:00","guid":{"rendered":"https:\/\/arliemediadesign.com\/?p=8870"},"modified":"2025-03-20T06:21:30","modified_gmt":"2025-03-20T06:21:30","slug":"at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do","status":"publish","type":"post","link":"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/","title":{"rendered":"At Sure Petcare, a Happy Workplace is More About What Leadership Doesn\u2019t Do"},"content":{"rendered":"\n<p>Sure Petcare has been intent on creating an environment where people can bring their whole selves to work. They don\u2019t want employees adopting a formal work persona; they should feel comfortable enough to express themselves. \u201cAll of the rest of the pieces about delivering great service come from having those connections and those relationships,\u201d says Sarah.<\/p>\n\n\n\n<p>Prior to talking at the 2019 Happy Workplaces conference, Sarah asked her people what makes them happy at work. The answers included how easy it is to get help, the fact they don\u2019t have their performances assessed, and being given freedom, control and flexibility. However, what really stood out for Sarah were the things she doesn\u2019t do.<\/p>\n\n\n\n<p>\u201cI train them very, very well and then I let them do their jobs with a very clear guideline that their job is to do what it is that makes the customer happy,\u201d says Sarah.<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Resources and related content<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"\/blogs\/12-ways-in-which-toyota-create-a-great-workplace\/\" target=\"_blank\" rel=\"noreferrer noopener\">12 Ways in Which Toyota Create a Great Workplace<\/a>\u00a0\u2014 Henry Stewart visited Toyota and learned about &#8216;kaizen&#8217;. Each member of staff is expected to come up with at least two kaizen, or improvements, each month. They are allocated 15 minutes a day to identify and test these.<\/li>\n\n\n\n<li><a href=\"\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesn-t-do\/#\" target=\"_blank\" rel=\"noreferrer noopener\">Leading in Agile Environments<\/a>\u00a0\u2014 Happy has partnered with\u00a0Adventures in Agile to offer this two-day transformational workshop to develop leaders driven by purpose, creativity, curiosity, and empathy.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Sarah Metcalfe is Head of Customer Service at Sure Petcare and she knows that a happy workplace is essential for enhancing the customer experience. When she asked her team, \u201cwhat makes you happy at work?\u201d what stood out was that it\u2019s really more about what leadership doesn\u2019t do.<\/p>\n<p>For example, they don\u2019t impose SLAs or metrics. They don\u2019t get mad if staff are late because they\u2019re stuck in traffic. They don\u2019t measure people and don\u2019t ask them how long they\u2019re going to be on the phone for.<\/p>\n<p>In this short video from the 2019 Happy Workplaces Conference, Sarah explains what gives her team the ability to do whatever it takes to make the customer happy.<\/p>\n","protected":false},"author":7,"featured_media":8872,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[53],"tags":[],"blog-post-type":[37],"class_list":["post-8870","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-conference-videos-full","blog-post-type-blog-guest-feature"],"acf":{"featured_guest_name":"About Sarah","featured_guest_biography":"Originally from British Columbia, Sarah has a wealth of customer service experience from a background that includes charities, logistics and manufacturing.\u00a0Sarah joined Sure Petcare in 2010 (then SureFlap), taking responsibility for the company\u2019s customer service and guiding it through an extraordinary period of expansion and growth.\r\n\r\nShe now leads a talented multi-lingual team who deliver outstanding customer service and happiness to all Sure Petcare customers around the world.","featured_guest_image":8871,"read_or_watch_time":"Watch: 3 min watch","video_url":"https:\/\/youtu.be\/q-IzYMEPqrk","transcripts":"So I did what I always do, actually, which is part of the key \u2013 I asked my team, \u2018what makes you happy at work?\u2019 And they said a lot of things about it being easy to get help, not having their performance assessed, freedom, control, flexibility; all of those pieces I think we\u2019ve heard over and over again today.\r\n\r\nBut the thing that stood out for me really actually was it was really more about what I don\u2019t do. So in a customer service environment, we\u2019re very keen on metrics. We love what we call SLAs, which are service level agreements, which makes no sense, actually. We like to measure all sorts of things like average handling time and first call resolution and ten out of ten call metrics. And I think that\u2019s a really great way to destroy the customer experience and provide the worst possible customer service you can.\r\n\r\nI\u2019ll give you an example of that. A ten out of ten call metric could go just like this: \u2018Hello Henry,\u2019 so I\u2019ve ticked that I\u2019ve used his first name. \u2018How are you today?\u2019 I have greeted him in a kind and friendly manner. And then after not solving his problem I could end the call by saying, \u2018Is there anything else I can do to help you today?\u2019 And that would score a ten out of ten in our customer service world.\r\n\r\nSo I don\u2019t actually have SLAs or metrics. I really believe in training my team very, very well. So I tell them to give themselves six months before they should feel comfortable and confident with our products. Other things I don\u2019t do \u2013 I don\u2019t get mad if they\u2019re late because they\u2019re stuck in traffic. That came up from five different people. I don\u2019t measure people. I don\u2019t ask them how long they\u2019re going to be on the phone for. I train them very, very well and then I let them do their jobs with a very clear guideline that their job is to do what it is that makes the customer happy.\r\n\r\nA number of years ago we switched from having a 30 day money back guarantee to a 30 day happiness guarantee, because actually most people who interact with you, your service, your product \u2013 and this goes for internal as well \u2013 they don\u2019t want their money back. They\u2019re not going to buy your product because they want their money back. They buy your product because they want to be happy with it. So what\u2019s the problem you\u2019re trying to solve with your product? Then they want to be happy with it.\r\n\r\nMy team have the ability to do whatever it takes to make the customer happy. And that means they can go to their homes, they can phone up fitters and have them come in and do that. It means we don\u2019t make customers take their cat flap out of their door and send it to us so we can fix it. We trust our customers and we just send them a replacement and a free post bag and we get it back when they\u2019re ready and when it\u2019s convenient for them."},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v26.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>At Sure Petcare, a Happy Workplace is More About What Leadership Doesn\u2019t Do - Happy<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"At Sure Petcare, a Happy Workplace is More About What Leadership Doesn\u2019t Do\" \/>\n<meta property=\"og:description\" content=\"Sarah Metcalfe is Head of Customer Service at Sure Petcare and she knows that a happy workplace is essential for enhancing the customer experience. When she asked her team, \u201cwhat makes you happy at work?\u201d what stood out was that it\u2019s really more about what leadership doesn\u2019t do. For example, they don\u2019t impose SLAs or metrics. They don\u2019t get mad if staff are late because they\u2019re stuck in traffic. They don\u2019t measure people and don\u2019t ask them how long they\u2019re going to be on the phone for. In this short video from the 2019 Happy Workplaces Conference, Sarah explains what gives her team the ability to do whatever it takes to make the customer happy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/\" \/>\n<meta property=\"og:site_name\" content=\"Happy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/HappyLtd\" \/>\n<meta property=\"article:published_time\" content=\"2020-05-14T06:11:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-20T06:21:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.happy.co.uk\/wp-content\/uploads\/2025\/03\/sarahmet2min.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"240\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Billy Burgess\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@happyltd\" \/>\n<meta name=\"twitter:site\" content=\"@happyltd\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Billy Burgess\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/\"},\"author\":{\"name\":\"Billy Burgess\",\"@id\":\"https:\/\/www.happy.co.uk\/#\/schema\/person\/6745cf0fec3d13943f1d4ac847452c6a\"},\"headline\":\"At Sure Petcare, a Happy Workplace is More About What Leadership Doesn\u2019t Do\",\"datePublished\":\"2020-05-14T06:11:00+00:00\",\"dateModified\":\"2025-03-20T06:21:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/\"},\"wordCount\":240,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.happy.co.uk\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.happy.co.uk\/wp-content\/uploads\/2025\/03\/sarahmet2min.webp\",\"articleSection\":[\"Conference videos (full)\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/\",\"url\":\"https:\/\/www.happy.co.uk\/blogs\/at-sure-petcare-a-happy-workplace-is-more-about-what-leadership-doesnt-do\/\",\"name\":\"At Sure Petcare, a Happy Workplace is More About What Leadership Doesn\u2019t Do - 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